Customer Experience Specialist

About Equito:

Equito is a disruptive Spanish fintech/proptech revolutionizing the real estate sector. Our mission is to democratize real estate investment, enabling anyone to invest in properties starting from 100 € in just 2 minutes and receive monthly rental income.

With 225,000 app downloads, 19 million euros in assets under management, 100 properties under management, and an average annual return of +9.5%.

As a Customer Support Specialist, you will be the voice of our company to our users, ensuring every investor enjoys a smooth, clear, and positive experience with our platform. You will also be the voice of our users within the company, sharing feedback and insights that help improve our product, processes, and overall service. In a business where trust and service are key, your role is essential to driving customer satisfaction, retention, and long-term growth.

Your responsibilities:

• Handle user inquiries through Zendesk across email, chat, and phone, ensuring timely, clear, and professional responses.

• Troubleshoot users issues (e.g., account setup, transactions, rent distribution timelines) and escalate complex cases when necessary.

• Guide users through the app’s features, helping them understand the investment process and their portfolio.

• Update and maintain support resources such as FAQs, help articles, and automated responses.

• Collect feedback from users to share insights with the team for product and service enhancements.

• Set and monitor key support KPIs such as first response time, resolution time, and customer satisfaction scores.

• Identify recurring issues and work with the product and operations teams to propose improvements or fixes.

• Participate in process improvements to make support more efficient and scalable.

What we’re looking for:

• 1 to 3 years of experience in customer support, preferably in fintech, proptech, or digital platforms.

• Degree in Marketing, Communications, Business, or equivalent professional experience.

• Familiarity with support tools such as Zendesk, Freshdesk, Intercom, or similar.

• Comfortable using Excel, including creating graphs and analyzing data.

• Ability to integrate AI tools into daily work.

• Fluency in Spanish and English, with French considered a plus.

• Excellent written and verbal communication skills.

• Hands-on, proactive approach to work.

• Curious, resourceful, and strong problem-solving mindset.

What do we offer?

• An experience in a fast-growing start-up.

• The possibility of taking on more responsibility and growing within the company.

• A competitive gross salary based on the experience of the candidate.

• The possibility of obtaining shares in the company after a certain period of time.

• Work with a young and dynamic team.

• Private health insurance.

• Flexible remuneration with restaurant card.